Bill Smith, CEO Leading Edge Process Consultants LLC

Transcription

1 9 th Annual National Defense Industrial Association CMMI Technology Conference and User Group November 18, 2009 Denver, Colorado, USA Bill Smith, CEO Leading Edge Process Consultants LLC

2 9 th Annual National Defense Industrial Association CMMI Technology Conference and User Group November 18, 2009 Denver, Colorado, USA Bill Smith, CEO Leading Edge Process Consultants LLC

3 9 th Annual National Defense Industrial Association CMMI Technology Conference and User Group November 18, 2009 Denver, Colorado, USA Bill Smith, CEO Leading Edge Process Consultants LLC

4 CMMI- DEV CMMI- SVC Objective of This Presentation To provide an overview of how the CMMI for Services (CMMI-SVC) differs from the CMMI for Development (CMMI-DEV). We assume you already know and love CMMI-DEV. CmmiTraining.com 4

5 Agenda About the CMMI for Services Key Architectural Differences Between CMMI-SVC and CMMI-DEV An Overview of the Service-Specific Process Areas Conclusion CmmiTraining.com 5

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7 What is the CMMI for Services? A relatively new CMMI constellation focusing on the activities required to manage, establish, and deliver services. Potentially relevant to any organization that delivers services about 80% of the world economy is based on services CmmiTraining.com 7

8 What Is a Service? a product that is intangible and non-storable * a work product that is intended for delivery to a customer or end user * U Can t Touch This *CMMI Glossary CmmiTraining.com 8

9 Scope of CMMI-DEV vs. CMMI- SVC CMMI-DEV CMMI-SVC Product development Service delivery CmmiTraining.com 9

10 Example Industries and Applications Services reported by early users: auditing book shelving consulting health care human resources IT services IV&V lawn care logistics maintenance marketing refugee services research training Our company is applying CMMI-SVC to these areas CmmiTraining.com 10

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12 The CMMI Constellations DEV 5 PAs 1 PA 16 PAs SVC 6+1 PAs CMMI-DEV - Development CMMI-SVC - Services CMMI-ACQ - Acquisition ACQ 6 PAs PA Process Area CmmiTraining.com 12

13 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM Start with CMMI-DEV RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 13

14 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 14

15 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 15

16 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 16

17 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 17

18 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD + IPPD OT IPM + IPPD RSKM RD TS PI VER VAL DAR 2 PP PMC SAM REQM CM PPQA MA CmmiTraining.com 18

19 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM RD TS PI VER VAL DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 19

20 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM RD TS PI VER VAL DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 20

21 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM RD TS PI VER VAL DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 21

22 From CMMI-DEV to CMMI-SVC Process CATEGORY Mgt Project Management Engineering Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM RD TS PI VER VAL DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 22

23 From CMMI-DEV to CMMI-SVC CATEGORY Process Mgt Project Management Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 23

24 From CMMI-DEV to CMMI-SVC CATEGORY Process Mgt Project Management Support 5 OID CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM DAR PP REQM CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 24

25 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) DAR PP REQM Service Delivery (SD) CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 25

26 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) DAR PP REQM Service Delivery (SD) CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 26

27 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) DAR PP REQM Service Delivery (SD) CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 27

28 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) DAR PP REQM Service Delivery (SD) CM 2 PMC SAM PPQA MA *modified CmmiTraining.com 28

29 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 2 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) PP PMC REQM SAM Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) Service System Development (SSD) [ADDITION] Service Delivery (SD) DAR CM PPQA MA *modified CmmiTraining.com 29

30 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 2 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) PP PMC REQM SAM Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) Service System Development (SSD) [ADDITION] Service Delivery (SD) DAR CM PPQA MA *modified CmmiTraining.com 30

31 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 2 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) PP* PMC REQM SAM* Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) Service System Development (SSD) [ADDITION] Service Delivery (SD) DAR CM PPQA MA *modified CmmiTraining.com 31

32 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 2 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) PP* PMC REQM SAM* Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) Service System Development (SSD) [ADDITION] Service Delivery (SD) DAR CM PPQA MA *modified CmmiTraining.com 32

33 From CMMI-DEV to CMMI-SVC Process Mgt 5 OID Project Management CATEGORY Service Establishment and Delivery Support CAR 4 OPP QPM MATURITY LEVEL 3 2 OPF OPD* OT IPM* RSKM Service Continuity Management (SCON) Capacity and Availability Management (CAM) PP* PMC REQM SAM* Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) Service System Development (SSD) [ADDITION] Service Delivery (SD) DAR CM PPQA MA *modified CmmiTraining.com 33

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35 Strategic Service Management (STSM) (1) Purpose: To establish and maintain standard services in concert with strategic needs and plans. CmmiTraining.com 35

36 Strategic Service Management (STSM) (2) SG 1 Establish Strategic Needs and Plans for Standard Services SP 1.1 Gather and Analyze Relevant Data SP 1.2 Establish Plans for Standard Services SG 2 Establish Standard Services SP 2.1 Establish Properties of Standard Services and Service Levels SP 2.2 Establish Descriptions of Standard Services catalog website menu service catalog service levels CmmiTraining.com 36

37 Service System Development (SSD) (1) Purpose: To analyze, design, develop, integrate, verify, and validate service systems, including service system components, to satisfy existing or anticipated service agreements. CmmiTraining.com 37

38 Service System Development (SSD) (2) SG 1 Develop and Analyze Stakeholder Requirements SP 1.1 Develop Stakeholder Requirements SP 1.2 Develop Service System Requirements SP 1.3 Analyze and Validate Requirements SG 2 Develop Service Systems SP 2.1 Select Service System Solutions SP 2.2 Develop the Design SP 2.3 Ensure Interface Compatibility SP 2.4 Implement the Service System Design SP 2.5 Integrate Service System Components SG 3 Verify and Validate Service Systems SP 3.1 Prepare for Verification and Validation SP 3.2 Perform Peer Reviews SP 3.3 Verify Selected Service System Components SP 3.4 Validate the Service System Related CMMI-DEV Engineering PAs RD - Requirements Development TS - Technical Solution PI - Product Integration VER - Verification VAL - Validation CmmiTraining.com 38

39 Service System Transition (SST) (1) Purpose: To deploy new or significantly changed service system components while managing their effect on outgoing service delivery. CmmiTraining.com 39

40 Service System Transition (SST) (2) SG 1 Prepare for Service System Transition SP 1.1 Analyze Service System Transition Needs SP 1.2 Develop Service System Transition Plans SP 1.3 Prepare Stakeholders for Changes SG 2 Deploy the Service System SP 2.1 Deploy Service System Components SP 2.2 Assess and Control the Impacts of the Transition existing service system new or significantly changed service system CmmiTraining.com 40

41 Service Delivery (SD) (1) Purpose: To deliver services in accordance with service agreements. CmmiTraining.com 41

42 Service Delivery (SD) (2) SG 1 Establish Service Agreements SP 1.1 Analyze Existing Agreements and Service Data SP 1.2 Establish the Service Agreement SG 2 Prepare for Service Delivery SP 2.1 Establish the Service Delivery Approach SP 2.2 Prepare for Service System Operations SP 2.3 Establish a Request Management System SG 3 Deliver Services SP 3.1 Receive and Process Service Requests SP 3.2 Operate the Service System SP 3.3 Maintain the Service System service requests request management system service system service agreement CmmiTraining.com 42

43 Incident Resolution and Prevention (IRP) (1) Purpose: To ensure timely and effective resolution of service incidents and prevention of service incidents as appropriate. CmmiTraining.com 43

44 Incident Resolution and Prevention (IRP) (2) SG 1 Prepare for Incident Resolution and Prevention SP 1.1 Establish an Approach to IRP SP 1.2 Establish an Incident Management System SG 2 Identify, Control, and Address Incidents SP 2.1 Identify and Record Incidents SP 2.2 Analyze Incident Data SP 2.3 Apply Workarounds to Selected Incidents SP 2.4 Address Underlying Causes of Selected Incidents SP 2.5 Monitor the Status of Incidents to Closure SP 2.6 Communicate the Status of Incidents incident NOW! decide what to do apply workarounds address causes SG 3 Define Approaches to Address Selected Incidents SP 3.1 Analyze Selected Incident Data SP 3.2 Plan Actions to Address Underlying Causes of Selected Incidents SP 3.3 Establish Workarounds for Selected Incidents FUTURE analyze causes establish workarounds CmmiTraining.com 44

45 Capacity and Availability Management (CAM) (1) Purpose: To ensure effective service system performance and ensure that resources are provided and used effectively to support service requirements. CmmiTraining.com 45

46 Capacity and Availability Management (CAM) (2) SG 1 Prepare for Capacity and Availability Management SP 1.1 Establish a Capacity and Availability Management Strategy SP 1.2 Select Measures and Analytic Techniques SP 1.3 Establish Service System Representations SG 2 Monitor and Analyze Capacity and Availability SP 2.1 Monitor and Analyze Capacity SP 2.2 Monitor and Analyze Availability SP 2.3 Report Capacity and Availability Management Data Capacity the degree to which one thing may support, hold, process, or produce another thing calls per day that can be handled by a call center sq ft of floor space that can be cleaned per hr # of classes that can be conducted per yr Availability the degree to which something is accessible and usable when needed call center staff maintenance supplies instructors CmmiTraining.com 46

47 Service Continuity (SCON) (1) Purpose: To ensure establish and maintain plans to ensure continuity of services during and following any significant disruption of normal operations. CmmiTraining.com 47

48 Service Continuity (SCON) (2) SG 1 Identify Essential Service Dependencies SP 1.1 Identify and Prioritize Essential Functions SP 1.2 Identify and Prioritize Essential Resources SG 2 Prepare for Service Continuity SP 2.1 Establish Service Continuity Plans SP 2.2 Establish Service Continuity Training SP 2.3 Provide and Evaluate Service Continuity Training SG 3 Verify and Validate the Service Continuity Plan SP 3.1 Prepare for the Verification and Validation of the Service Continuity Plan SP 3.2 Verify and Validate the Service Continuity Plan SP 3.3 Analyze Results of Verification and Validation threats, vulnerabilities essential functions essential resources continuity plan CmmiTraining.com 48

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50 Conclusions (1) Virtually any service organization can benefit from the CMMI for Services CMMI-SVC consists of 16 core CMMI PAs, 1 shared PA, and 7 service-specific PAs - including one addition A few core PAs have been modified slightly Services-specific informative material has been added CmmiTraining.com 50

51 Conclusions (2) The new PAs are: ML2, Service Establishment & Delivery Category Service Delivery (SD) ML 3, Service Establishment & Delivery Category Strategic Service Management (STSM) Service System Transition (SST) Incident Resolution and Prevention (IRP) ML3, Project Management Category Capacity and Availability Management (CAM) Service Continuity Management (SCON) Addition ML3, Service Establishment & Delivery Category Service System Development (SSD) CmmiTraining.com 51

52 My Other Presentations This Week Creatively Applying CMMI-SVC in a Very Small Consulting Firm Tuesday 8/17 4:15-5:00 p.m. Wind Star Room CMMI in the Social Media (for the Social Media-Challenged!) Wednesday 8/18 10:45-11:30 a.m. Grand Mesa F CmmiTraining.com 52

53 Any Questions? Upcoming Public Classes In Reston, VA (DC Metro Area) SEI Introduction to CMMI Dec 8-10, 2009 Mar 9-11, 2010 Apr 13-15, 2010 Website: Blog: Twitter: CmmiRox LinkedIn: billsmithleadingedge SEI Services Supplement for CMMI (CMMI-SVC) Mar 12, 2010 Private Classes? CmmiTraining.com 53